Customer Service Representative

Req ID:  62583

Houston, TX, US, 77041

Date:  Nov 18, 2022

Job Summary

Responds to customer telephone and/or written inquiries regarding product selection, placement of orders, quotations, and complaints to include returns/credits, shortages and adjustments, expediting, and requests for literature.  Evaluate and perform various tasks daily to ensure that customer needs are met.  Contact other internal company departments such as production control and shipping/receiving to communicate requirements and expedites.  Update and maintain customer computer data base and manual recordkeeping systems for customer accounts.


Principle Duties and Responsibilities

  • Quote aftermarket parts and services to customers using the companies tools, policies and procedures.
  • Receive customer orders and complete all associated data entry for placing orders in ERP systems.
  • Set-up sales orders for order entry daily.
  • Perform order entry responsibilities daily including adding new orders, adding items to existing orders, changing orders, changing items on existing orders, canceling orders, and canceling items on existing orders.
  • Key contact for customer requests on open orders.
  • Review customer complaints and issue returned goods numbers or initiate corrective action.
  • Process credits for returned goods under warranty.
  • Provide shipping with updates on preferred shipping methods for customers.
  • Fulfill all customer requests for catalogs and literature.
  • Update and maintain work instructions according to ISO9000 procedures as required.
  • Update and maintain customer master files daily as needed.
  • Performs a lead role in maintaining customer satisfaction and relations.
  • Assist with invoice and payment resolutions.


Knowledge, Skills and Abilities

  • Proven discretion with highly confidential information/documents. Must have high degree of integrity, discretion and judgment.
  • Must have the ability to manage diverse volume of work and manage appropriate priorities which involve a high frequency of change.
  • Must have strong ERP skills.
  • Strong computer skills including expertise in Microsoft Word, Excel, PowerPoint and Lotus Notes preferred.  Ability to quickly develop proficiency in new programs.
  • Exceptional attention to detail, accuracy, and professionalism.
  • Well organized.
  • Strong communication skills and interpersonal skills.
  • Able to remain extremely professional, composed and competent in multi-task, rapid change environment.


Education and Experience

  • Associate degree (A.A.) or equivalent from two-year college or technical school.
  • 1-2 years of experience and demonstrated success as a customer service representative or similar in a manufacturing environment.
  • SAP/Oracle experience required.

Nearest Major Market: Houston